Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Expected in 03/2025
Bachelor of Science: Business Administration
Seminole State College of Florida - Sanford, FL
Core Competencies
  • Quality Processes
  • Performance Management
  • Change Management
  • Metric-Driven KPI
  • Process Change & Implementation
  • Deployment
  • Project Management
  • Resource Management
  • Strategy & Design
  • Talent Management
Professional Experience
05/2021 to Current
Lead Quality Assurance Specialist Merck Kgaa Bedford, MA,

Quality Consultant working with Cross- functional business leaders to develop & execute strategic quality initiatives & programs to clients.

  • Actively monitored agent interactions to identify areas of performance improvement, process gaps, & trends.
  • Strengthened relationships with client senior management; evaluated contact center KPI metrics & provided strategic direction to ensure a strong alignment between client & partnering vendors.
  • Leveraged client relations to gather/analyze quantitative/qualitative data, subsequently producing essential quality analysis results necessary to make strategic decisions in client contact center operations.
  • Lead vendor calibration sessions with cross-functional teams to identify gaps in contact center operations, KPI reporting, discrepancies , Quality Scorecard measures & provide updates on QA changes/risk.
  • Created in-depth Quality guidelines to ensure complete and accurate scoring across cross functional teams within Deloitte, vendors/Key Clients.
10/2019 to 05/2021
Quality Assurance Manager Merck Kgaa Rockland, MA,

Quality Supervisor reporting to the VP of Customer, Building out new QA programs to drive performance improvement, contact center & Quality Program success.

  • Reviewed, analyzed internal KPI data to provide recommendations and insights into Quality functionality for development team.
  • Collaborated on Quality scorecard functionality with sector leaders, supervisors and agents and made key changes to the program.
  • Managed teams with 300 agents, provided performance feedback, monthly performance reports and addressed key performance issues with direct reports.
  • Improved agent performance by 68% within 90 days by analyzing key performance data, identifying trends, providing necessary coaching feedback, meeting with key stakeholders.
  • Lead calibration sessions with Executive Leaders to discuss key areas of opportunities within contact centers & implementation of new processes.
01/2016 to 10/2019
Sr Quality Assurance Specialist Magellan Health City, STATE,

Quality Assurance lead, establishing, implementing, maintaining the quality management process, performance improvement initiatives, quality control, coaching performance.

  • Managed external audit project timeline, to include on-site fieldwork performed by company’s independent SOC 1 auditors.
  • Provided support to department leadership in performing trend analysis, information gathering, performance feedback and related activities.
  • Conducted testing using approved analytical methods. Applied established total quality management methods to analyze, develop solutions to problems.
  • Advised Executive management with the development of SOPs and the ongoing maintenance of process and procedure documentation.
  • Supervised 50 Service Desk Analyst through monitoring interactions, providing 1-1 coaching, analyzing call performance data & produce reports from KPI metrics & contact center measurements.
Honors & Awards
  • Deloitte- Solutions Leader Award for creating and implementing effective Guideline documents that significantly impacted efficiency for clients.
  • Deloitte- Five time recognized Driving Solutions Award for making a positive impact.
  • Deloitte- Golden Wrench Award for driving change, understanding client needs and being a leader in Solutions.

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  • Seminole State College of Florida

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  • Bachelor of Science

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